Advanced Customer Support System Module

The module we developed has four separate user interfaces.

1- The admin panel where the site owner defines support-system rules,

2- The panel where the support team (agents) can respond to tickets,

3- The panel where customers can create support requests,

4- The section for FAQs, training videos, and other explanatory content,

1- The site owner can perform the following in the support system: a) Create departments by support type, b) Assign agents to the departments created, c) View requests and their attachments, d) Assign requests to a different agent (bulk actions or a single ticket), e) Define request statuses in the system, f) Reply to requests and upload images or documents, g) When replying, notify the relevant agent by email through the system, h) Send a request answered by an agent back for further handling, i) Customize the “Your request has been received” email template for customers, j) Customize the “You have a new support request” email template for agents, k) Customize the “There is a new support request” email template for themselves, l) Create three separate email templates for answered support requests, m) Filter support requests by ticket number, customer name, agent name, status, and creation date, n) View reopened tickets,

2- What agents who handle support requests can do: a) Reply to open support requests, b) Filter open requests by status,

3- Features in the customer panel: a) The Support Center appears in the customer panel as in this screenshot: https://prnt.sc/b97MFceLs1gR b) When the customer clicks this area, they reach the Support Center shown in this screenshot: https://prnt.sc/8SCX-k_LCd3j c) By clicking “Create new request,” they reach the panel shown in this screenshot: https://prnt.sc/oxN8L8Mx_CZn d) From here they can review their past orders, choose which department to open a ticket with, and submit the support request,

4- Public information area on the storefront: The site owner can create categories in this section and publish explanatory articles and videos for questions customers and sellers ask frequently. Contact our software consultants for more detail.